APRIA Still Stinks !

pratzert · Post by **pratzert** » Tue May 06, 2008 8:53 am

I have CIGNA Insurance and they in turn have an exclusive contract with APRIA.

After reading that a few people have seemingly had some good luck dealing with them recently, I thought I'd try my luck again.

I still have my original mask that I got from them TWO YEARS AGO and need a new one.

I called and was on hold for 10 minutes trying to get to a live person... who proceeded to tell me I am only allowed to get a new mask once every 5 years.

Not wanting to give myself an ulcer arguing, I said I wanted to order some filters for my machine and was told I needed to fax them a copy of a new prescription for CPAP supplies from my Doctor. I explained that they should not need a prescription for CPAP supplies, and if they truly did, that they had a copy of my original Prescription.

The rep said that all prescritpion expire after one year and I needed a new one from my Doc for supplies.

I called CIGNA and tried to get someone to get Apria to send me some filters and CIGNA said I had to deal with Apria directly.

As far as I can tell... nothing has changed with Apria, or Cigna either for that matter.

I coudn't get the machine from them which my Doc prescribed, and now I can't get a mask or supplies either.

Tim

6PtStar · Post by **6PtStar** » Tue May 06, 2008 9:19 am

Wow! I just thought my DME was bad!!! While not good they don't hold a candle to yours. A mask every 5 years???? Don't think many masks will last 5 years! I do have to buy my own filters!

Sorry

Jerry

Guest · Post by **Guest** » Tue May 06, 2008 9:26 am

Pratzert - you obviously were dealing with a MORON probably making $6 an hour. You SHOULD have demanded to speak to his/her boss and carry on from there. Please. You know better.

Just because you may have spoken with a total jackass doesn't mean that Apria as an entity won't take care of you.

Try again.

gmoorhouse · Post by **gmoorhouse** » Tue May 06, 2008 9:56 am

Prazert,

Sorry to hear that.......Apria here in Charleston is GREAT! My wife has American Home Patient and we had to file complaints with the BBB, Insurance company, everyone......somehow AHP does not know how to add a monthly service charge up.....oops and they like to make dual accounts with names spelled wrong, which is funny because they do key off SSN's but then they did just do Bankruptcy........so it add's up with AHP

But I LOVE Apria here.........

George

no_more_headaches · Post by **no_more_headaches** » Tue May 06, 2008 9:56 am

Anonymous wrote:Pratzert - you obviously were dealing with a MORON probably making $6 an hour. You SHOULD have demanded to speak to his/her boss and carry on from there. Please. You know better.

Just because you may have spoken with a total jackass doesn't mean that Apria as an entity won't take care of you.

Try again.

You do seem to be saying though that he and all of us should expect to have to wade through the sewer before he/we get some decent service.

Slinky · Post by **Slinky** » Tue May 06, 2008 10:37 am

No. Just that if you have no other choice of DME supplier then you LEARN how to deal w/the DME to get what you DO need. There's been good info, including names and telephone numbers to deal w/Apria at the national or at least district level to get proper service and supplies. So what's the big hassle? Most of the work has been done for you by the person who posted those names and numbers.

If you HATE MickyD hamburgers BUT they are the ONLY food left in the world you have two choices: eat MickeyD hamburgers or starve to death.

sleeplessinaz · Post by **sleeplessinaz** » Tue May 06, 2008 10:42 am

Cigna and Apria have been VERY good to me here in Arizona!! There is an 800 number to call --it is APRIA but it is a Cigna Apria person that will handle all your requests. I looked for the number but it is at home --I can get it to you later. The Apria RT told me that Cigna is VERY liberal on their mask policy. SHe told me that I could get a new one every day if I wanted!! SHe said that Cigna is very accomadating to their patients--give it another try. No mask will last for 5 years ---you need to get past the Phone rep. You can always make a trip to the Apria office to talk to a person unannounced. Good Luck!!
Carrie

xyz · Post by **xyz** » Tue May 06, 2008 12:06 pm

pratzert:
> I called and was on hold for 10 minutes trying to get to a live person... who proceeded to tell me I am only allowed to get a new mask once every 5 years.

Where are you located?

1. Call Cigna. Insist on speaking with someone who understands Cigna's DME policy. The first test is to ask them "What does DME stand for?" I am not kidding. If they can't answer that (and do not give them the answer), insist on speaking with someone else. When you get someone who understands DME, ask them to give you the replacement schedule for OSA supplies _in writing_.

2. When you get the approved replacement schedule from Cigna, meet with the Apria branch manager. Preferably have a friend with you as a witness. Give them the approved replacement schedule from Cigna. Tell them that if they screw up again you will contact an attorney. Unfortunately this is the only thing that Apria appears to understand.

3. Always make a note of date, time, name of Apria employee, and what was discussed. Confirm important

AirForced11 · Post by **AirForced11** » Tue May 06, 2008 11:51 pm

I have inside contacts with Apria Healthcare. Apria has a centralized intake center for Cigna. This is new and they recently hired alot of new Customer Service Reps to staff the center. In answer to your questions: Your insurance will allow new supplies every 3 to 6 months depending upon your coverage. They will however only allow for a new machine once every 5 years. It is however correct that the FDA only allows the RX for 12 months at a time. Even if your physician stated on the RX Lifetime, the FDA wants a new RX on file every year. Call your doctor and get them to send you the RX. Depending upon which branch of Apria Services you, sometimes the Customer Service Managers will work with you to get your order thru the centralized Cigna intake center. Go to Apria.com and at the top of the home page click on branch locator. Find the direct contact number for the branch that services you by putting your zip code in. Then call the branch, as soon as you hear the recording dial zero and tell the operator you want to speak with the Customer service manager. This will work. Let me know if you have any other problems.

stevoreno · Post by **stevoreno** » Wed May 07, 2008 2:51 am

[quote="pratzert"]I have CIGNA Insurance and they in turn have an exclusive contract with APRIA.

After reading that a few people have seemingly had some good luck dealing with them recently, I thought I'd try my luck again.

I still have my original mask that I got from them TWO YEARS AGO and need a new one.

I called and was on hold for 10 minutes trying to get to a live person... who proceeded to tell me I am only allowed to get a new mask once every 5 years.

Not wanting to give myself an ulcer arguing, I said I wanted to order some filters for my machine and was told I needed to fax them a copy of a new prescription for CPAP supplies from my Doctor. I explained that they should not need a prescription for CPAP supplies, and if they truly did, that they had a copy of my original Prescription.

The rep said that all prescritpion expire after one year and I needed a new one from my Doc for supplies.

I called CIGNA and tried to get someone to get Apria to send me some filters and CIGNA said I had to deal with Apria directly.

As far as I can tell... nothing has changed with Apria, or Cigna either for that matter.

I coudn't get the machine from them which my Doc prescribed, and now I can't get a mask or supplies either.

Tim

pratzert · Post by **pratzert** » Wed May 07, 2008 6:22 am

AirForced11 wrote: I have inside contacts with Apria Healthcare. It is however correct that the FDA only allows the RX for 12 months at a time. Even if your physician stated on the RX Lifetime, the FDA wants a new RX on file every year. Call your doctor and get them to send you the RX.

Thanks for the info.....

But your inside contacts at Apria are still incorrect.

A prescription is NOT required for CPAP supplies. Only for the machine.

Tim

_________________

CPAPopedia Keywords Contained In This Post (Click For Definition): CPAP, Prescription

Slinky · Post by **Slinky** » Wed May 07, 2008 6:28 am

Pratzert, unless it is a state-by-state "thing" which I don't think it is - local DME suppliers DO require a script for masks, etc. However, I "think" the "good" local suppliers contact your scripting doctor for the renewal script once a year.

I'm not sure why online DME suppliers don't require scripts for supplies such as masks but you are correct in that regard.

Guest · Post by **Guest** » Wed May 07, 2008 6:51 am

"I'm not sure why online DME suppliers don't require scripts for supplies such as masks but you are correct in that regard."

They'll wish they had once the FDA audit comes...

pratzert · Post by **pratzert** » Wed May 07, 2008 6:52 am

What makes the whole experience with Apria even more agonizing, is that about 2 moths ago, I got a phone call at home from someone who claimed to be from Apria.

The girl who called said it had been a while since I had ordered a mask and supplies and would I like her to place the order for me for any supplies or a new mask.

I told her I had not thought about excactly which mask I wanted to get and I would do some research and call them back.

About a week later, I got another call from an automated call machine from Apria asking if I wanted to place an order for any CPAP supplies.

I had decided I was going to get another Activa and called Apria. During that call, I was told that I had not choice about what mask I would get, and that they send me whatever they had in stock.

1.) Has anyone else gotten one of these automated machine calls?

2.) Why was it OK to just place an order for a mask and supplies 8 weeks ago, but not several days ago without a "new" prescription ?

3.) I'm not an expert, but as far as I know, there is no law or regulation, State, Federal or otherwise which requires a script for CPAP supplies. Perhaps it is a Policy for some DME's, but as stated earlier, On-line suppliers such as CPAP.com do not require anything at all for CPAP supplies.

I really do not have the time to waste getting the run-around and bum info from Apria. It took me a full year to straighten out the problems I had with Apria when I first started my Apnea treatment.

Thank God for this forum and memebrs like Rested Gal and others who gave me great advice on machines and masks.

At this time, I will just continue to order my mask and supplies from CPAP.com as I have in the past. I was just hoping Apria had gotten better based on a few (very few) people citing a better experience.

Tim

Needsdecaf · Post by **Needsdecaf** » Wed May 07, 2008 6:59 am

I have dealt with Apria here in NY and found them to be accomodating. No problem getting the machine or mask that I wanted. Do what others have said:

1) KNOW your insurance. This was the key for me. It took several calls to Aetna to find someone who knew what needed to hear, but finally I got the skinny.

2) Don't stop calling Apria until you get what you want. Be firm. This is when step 1 becomes important, because you can cut through their BS.

Good luck!

APRIA Still Stinks !

APRIA Still Stinks !

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